Keep it Sweet

Frustration and frustrating times are always there, how do we see them and how do we handle difficult people?

I have a background in nursing and there was many a day I would go onto the ward and be told about Mrs so and so, she is difficult and a pain.

I never took on their judgement. I went to Mrs so and so and began to get to know her. By spending time asking questions and looking, really looking at her I discovered why she was difficult.

As I gave her the right to be who she was and validated her experience she opened her heart to me and allowed me to speak. I saved a woman from premature death by this exact same approach. She was insistent in staying where she was and I new she was facing a need for intensive care or would die. Because I had taken the time to know her she listened and lived.

Difficult people have a story, they have a reason why. If we give them room they might prove to be our best customer.